Customer Experience Planner in Northwich

Weaver Vale Housing Trust has an exciting opportunity for a Customer Experience Planner to join our first point of contact Customer Hub. We need someone who can work within a multi‑discipline team delivering excellent levels of customer service.

What Will You Do?

• Ensure the customer experience is positive by being proactive and ensuring clear and effective communication with internal and external customers.
• Support continuous service improvements across the Customer Experience teams.
• Work in partnership with other service areas and agencies to achieve high levels of customer care.
• Provide a first‑class planning and appointing service, tracking registered orders through to completion, ensuring optimum utilisation of the workforce whilst delivering excellent customer service.

Minimum Requirements For This Role

• Grade GCSE 4-9 / A* – C (Maths and English) or equivalent level of qualification.
• Experience of working in a fast‑paced customer contact and planning environment.
• Excellent time management, organisational and prioritisation skills.
• Ability to work independently and seek guidance when needed.
• Administration experience, self‑motivated and organised, with strong accuracy, interpersonal and communication skills.
• IT literate with the ability to work flexibly and under pressure to meet deadlines.
• Access to a room where you can work from and a suitable internet connection.

Benefits

• Generous annual leave entitlement – 24‑29 days, plus UK public/bank holidays.
• Ability to buy up to 5 additional annual leave days each year (pro rata for part‑time).
• 12% employer contribution to Pension Scheme, minimum 2% employee contribution, with life assurance benefit.
• Commitment to support your ongoing learning and development.
• Day off for your birthday to be taken during your birth month.
• One day of paid leave per year to support a charity or community group of your choice.
• Candidate Referral Scheme.
• An annual Health and Wellbeing Allowance or option to enrol in a Health Cash Plan.
• Thank you gift for continuous service starting at 5 years and every 5 years thereafter.
• 24/7 EAP including free counselling.
• Compensation for professional memberships.
• Free annual flu vaccines and free eye care vouchers.
• Discounts on gym membership and phone contract.
• Cycle to work scheme.
• Free car park at our office.
• Involvement in health and wellbeing initiatives and charity fundraising.
• Opportunities to give feedback and join colleague forums.

How to Apply

Click on the Apply button and follow the on‑screen instructions. Before applying please review the Accountability Profile at the bottom of this page (www.wvht.co.uk) for further information and submit your CV and application demonstrating how you meet the essential and desirable criteria in the accountability profile.

Closing Date for Applications Thursday 19/02/2026. Applications submitted after the deadline may not be considered.

Interview and Assessment Dates Thursday 26/02/2026 and Friday 27/02/2026. Applicants with disability who meet the essential criteria will be guaranteed an interview.

Disclaimer We may conduct social media checks from sources such as Google, Facebook and LinkedIn. We reserve the right to close or extend closing dates depending on application numbers. Once a vacancy has closed, we are unable to consider further applications. Successful applicants will be required to provide evidence of Right to Work, complete a health questionnaire and undertake a DBS check (if relevant).

The Trust invites applications from all members of the community, irrespective of gender, gender reassignment, sexual orientation, race, religion or belief, disability, age, pregnancy and maternity, marriage and civil partnership.